Special Education Manager Help Desk Operator na Corpus Christi Independent School District

Education/Certification

• Required: High school diploma or formal degree

Experience Preferred:

• Two (2) years of Special Education Manager Technical Support
• Two (2) years experience in a position requiring heavy incoming telephone traffic and data entry

Special Knowledge and Skills

• Relates positively to others
• Able to work independently and on a team
• Able to provide exceptional customer service under pressure
• Maintain confidentiality of information
• Ability to respond to customer questions and complaints with clarity, patience, understanding, and courtesy
• Self-directed
• Required appropriate attire and good personal appearance

Technology Proficiency: Level 3-Applied (use of)

• Computer operations
• Data entry
• Solving complex technology-related issues
• Technology maintenance and support applications
• Use of network resources
• Software productivity tools (i.e., Microsoft Office)
• E-mail
• Printers
• Job-related financial and student management systems
• Multimedia tools
• Electronic file management
• CCISD Acceptable Use Policy and Technology Ethics/Etiquette

Function

The Special Education Manager Help Desk Operator performs various duties including technical, secretarial, and clerical supporting the administration and staff. Will use good judgment in exercising these duties efficiently. The Special Education Manager Help Desk Operator will work as first level support to resolve technology/end-user issues. This critical service is provided using the telephone and network services. Maximize use of all available technical resources in order to minimize customer downtime. The Special Education Manager Help Desk Operator assists in maintaining a data base which documents eligibility for and implementation of special education instruction and related services provided to student by the Office of Special Education.

Reports To:

Special Education Administrative Officer for Accountability and Assessment

Responsibilities:

• Understands the Admission, Review, and Dismissal (ARD) process and documentation requirements for special education student eligibility.
• Utilizes remote management to resolve network and software issues.
• Uses troubleshooting techniques to determine the type of issue (software, Hardware, network).
• Assists the end users with problems they might encounter with the technology.
• Ability to communicate technical information to non-technical personnel.
• Resolves 85% of all telephone calls, e-mails, and personnel requests for technical support.
• Assists in answering the telephone and giving information in accordance with approved procedures.
• Create and maintain Canvas Videos for instructions on how to use the Special Education/504 data management system.
• Assists in maintaining staff and students' records in Special Education data management system to include, active, and inactive.
• Operates keyboard-controlled data entry equipment including PC based hardware and database, spreadsheet, and word processing programs.
• Provides up-to-date reports, lists, and other information to department and campus staff and administrators.
• Uses standardized source documents to extract data and information. Key in a variety of data with attention to the integrity of the information entered into special education student databases.
• Works on special projects and/or performs other related duties as assigned by immediate supervisor.
• Attends training as needed to stay up to date with new software updates.
• Attends Users meeting which could impact or improve the delivery of services to District staff.
• Performs other duties as assigned by the Special Education Administrative Officer for Accountability and Assessment.

SUPERVISORY RESPONSIBILITIES:

• Not applicable

WORKING CONDITIONS:

• Mental/Physical Demands and Environment Factors
• Challenging situations; limited in-District travel; light lifting

The foregoing statements describe the general purpose and responsibilities assigned to this job are not an exhaustive list of all responsibilities, duties, and skills that may be required.

Job Description Revised May, 28, 2024